Gateway Complaint - LCD SCREEN/WHAT A NIGHT MARE
Dear Mr.Mike Zimmerman;
It has been brought to my attention that you may be the person who can
resolve an on going problem I have been having with your customer service and
On June 11, 2004 I purchased a 505 Gateway laptop through HSN shopping
network. On or about Oct. 28th I opened my laptop and the LCD cracked.
I did not drop it I did not bang it, no cat jumped on it like one of your
staff members suggested.
I called and spoke to a technician and told him the LCD cracked and how it
cracked. Tech. name was Dave e-mail address started with PUT He advised me to
send the computer in and he would send a box for it. Phone conversation took
approx.1 and half hours. NO box came.
I called and spoke to another technician Badge 403 NAME RUDY(spiderman)
Again explaining that my LCD screen broke and how it happened.Phone
conversation 1 hour or more. He sent me a box, and I sent in my computer.
Two days later I had a message on my machine the techinician's name was Chris
telling me the LCD screeen was broken and they needed $599.00 to replace the
LCD screen. Again I explained to them that I had not broken the computer,it
had a faulty LCD screen. He said this was not possible that there is no such
thing.Well this is not true because it happened to me, I repeat, all I did
was lift the lid turn on machine and witnessed it while it occurred I gave
him my cell phone number so he could research it. He said he would call back
but did not.
Next message left on answer machine twice from ANGELA TS102 saying LCD screen
broken need to pay for $599.00 for new one. I called 3 times during working
and repeadly left cell number.
I spoke to Amy, badge #gwkso32 explaining again what happened. He said he
was typing in all my info but that he was off next two days and would get
back to me when he wasn't so busy. I was on hold for 25 minutes with no one
coming back to check on me.
So far I have spoken and told same story to Dave, Rudy #403,Chris,Becky,
Mike, Amy, and today the rudest of them all Anthony Badge #TS028. I have
called customer service numerous times to be told to wait because they had
nothing documented in there records. I have e-mailed many times, and can
give you numerous badge numbers.
I have left messages, asked to speak to managers and have been stone walled
repeatedly. I have written a letter and made copies of e-mails and have
sent them to head of customer relations. It should be received any day now.
This is where I stand NOW!:
When I spoke to Amy badge number gwdso32 he said either pay the $599 or he
was going to send back computer. I said NO it was still being challenged he
was insistant that I give him a payment before 6pm or he was sending it back.
I finished the conversation telling him again NO, I was still challenging the
I need is my LCD screen replaced with no cost to me as the LCD screen was
clearly defective. It has been one month that I have been without my
computer, I hope that you can can bring resolution to my problem. Thank you
in advance for your anticipated cooperation.